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The Honolulu Advertiser
Posted on: Thursday, December 10, 2009

Be aware of rules changes


By Robbie Dingeman

Hawaii news photo - The Honolulu Advertiser

The Foot Locker store at Westfield Southcenter Mall near Seattle offers a layaway program with no service fee, one of the things consumers should check, according to the Better Business Bureau.

ASSOCIATED PRESS FILE PHOTO | November 2009

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GET IT IN WRITING

When buying items on layaway, the Better Business Bureau advises consumers to get everything in writing and to ask these questions:

• How much time do I have to pay off the item?

• When are the payments due?

• How much do I have to put down?

• Are there any storage or service plan fees?

• What happens if I miss a payment? Are there penalties? Does the item return to inventory?

• Can I get a refund or store credit if I don't want the item after making a few payments?

• What happens if the item goes on sale after I've put it on layaway?

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Mail-in rebates, layaway plans and coupons all can make holiday shopping easier on the budget, but the Hawai'i Better Business Bureau urges some careful reading of the fine print.

Retailers and manufacturers are changing the way they issue rebates and the BBB says it is more important than ever to make sure you understand the requirements when filing for a rebate.

According to Credit Cards.com, retailers and manufacturers are increasingly opting to provide rebates in the form of pre-loaded cards as opposed to paper checks. Unlike checks, which can be deposited in a bank and used to pay bills, consumers must spend to get the benefit.

These cards can often only be used where credit cards are accepted. In most cases, the cards can be used at any merchant — much like a debit card — but some retailers are also handing out rebate cards that can only be used at their stores. Some cards also have expiration dates and added fees that could whittle down their value.

"Rebates are a great way to get a deal, but they can also be a great source of frustration for consumers," said Dwight Kealoha, chief executive officer of Hawai'i's BBB.

"By understanding the terms, acting quickly to submit the rebate and keeping records carefully, consumers can significantly reduce the stress associated with redeeming rebates," Kealoha said.

According to a recent survey by Consumer Reports, 70 percent of consumers have used manufacturer rebates over the past year. The national telephone survey also found that 21 percent of people who applied for a rebate were turned down because of a technicality or simply didn't receive anything.

Coupons and loyalty programs that offer credits or discounts for reaching certain levels can have some restrictions as well, so it's best to make sure you understand such things as whether you can redeem a reward on a sale price or a gift certificate.

Here is some advice on redeeming rebates as painlessly as possible:

• Read instructions carefully. That may sound obvious, but the rules can be extensive. Check to see if you have all the necessary paperwork and proof of purchase.

• Before you leave the store or complete the purchase, make sure you understand the proof of purchase requirements. If you need to supply an original receipt, you can ask the store to print out an extra one for the rebate.

• Make copies of everything you mail for the rebate so you have a record if anything goes missing.

• Keep the packaging. Rebates often require bar codes or packaging to be included for processing, so don't throw boxes away until you're sure you don't need them.

That's good advice for the first month of use of any boxed purchase. If something goes wrong shortly after purchase, most stores will take back the item but ask for original packaging.

• Don't wait. Some rebates must be redeemed within a certain amount of time after the purchase or have specific dates in which they can be redeemed. Waiting also increases your chances of misplacing necessary receipts or packaging.

• If the rebate doesn't arrive when expected, follow up. Some retailers and manufacturers use third-party companies to handle rebates, so you might be dealing with a different business when it comes to tracking down your rebate.

If it's very late or never shows up, you can file a complaint with BBB (www.complaints.bbb.org), the Federal Trade Commission or the state Department of Commerce and Consumer Affairs.

Some customers who are leery of running up credit card debt find layaway offers a different way to spread payments over time.

Kealoha reminds consumers to know the rules on layaway programs. They typically allow you to pay a little at a time on a purchase that you pick up only after the balance is paid.

Such programs fell out of favor when credit cards became prevalent but they have been experiencing a comeback.

Kmart's layaway program nationally saw double-digit increases in customers and sales in 2008, Kealoha said.

Some shopping surveys show that consumers even used layaway to purchase school supplies and clothes — not just for expensive electronics or furniture.

"It is a sign of our rough economic times that consumers are turning to layaway to purchase the basics, rather than just luxury items," Kealoha said.

Buying items on layaway is different from putting them on a credit card because the buyer isn't charged interest on the purchase and can't take the item home until it is paid off. The customer must typically make a down payment of 10 to 20 percent and pay any service or plan fees for the store to hold the item for them.

The customer usually has 30 to 90 days to make periodic payments and pay off the balance and take the item home.

Some stores provide online layaway services for items purchased through the retailer's Web site.

Overall, Kealoha and the experts agree that careful reading and understanding can help consumers save money, time and hassle.